This role manages Severity 1 Major Incidents that are impacting the client on production or financial
environment. The Major Incident Manager (MIM) is expected manage and take the
leadership / Ownership of the incident and coordinate all the action plans, ETAs, follow-ups required to
accelerate the recovery process and mitigate the Business impact to the client.
The major Incident manager will also document all actions and progress made and is responsible for the
interaction / proper communication with DPE, PE product development, management and / or Senior
management during crisis situations to ensure a high level of customer satisfaction. MIM will be
engaged in problem resolution of complex problems relating to product or service installation, hardware
or software issues, operations, performance, or other aspects of information technology products and
services related to the individual customer's environment.
Required Technical and Professional Expertise
ITIL knowledge (certified preferably). Knowledge on hardware and software products (UNIX, Windows, AS400, Storage and Network Systems)
At least 2 years’ experience in Service Management
At least 1-year experience in Client Facing
English : Fluent
Preferred Tech and Prof Experience
Bachelor's Degree in Information Technology
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.